insufficient service, slow response

with my mother's estate we have been trying to get the trailer ownership changed from her name to the heir(my brother) for more than a year now. the issue is that he did not find the original registration certificate among my mother's documents and the requirement from the licensing department is that he needs a document that gives the authority from the executor to him for obtaining a duplicate registration document for the transfer thereof. there has been several people involved Azraa Mitha, Noxolo Mnisi, Ryan Thomas, Stefan du Preez (latest contact) who said he was going to the CT department on Monday 3 March but no reply since. I have also asked more than once for a confirmation if the refund has been released and paid into my brother's bank account as he has not seen any payment on his Nedbank statements yet. The receptionist in the George office has been extremely helpful and is trying to keep us informed. she requested feedback from Stefan again on 20 March but yet NO replies. This is absolutely mind blowing that this type of thing takes so long. I am def considering cancelling both our policies with capital legacy if the service is so bad. obviously we are not expecting answers/replies within a couple of days but at least within a week!